iconhookah.comThe best online store to buy hookahs, shisha tobacco, coals, and hookah accessories. Our highest priority is customer satisfaction.
iconhookah.com (iconhookah.com) has 415 customer reviews on Five Star Index, with an average rating of 4.3 out of 5.
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Showing 58 reviews with 1 star · Clear filters
Dmitry K.
The order #26995 had been placed on 17/01/26 and it is still in transit without clear ETA for delivery
Response from iconhookah.comFeb 13, 2026
Hi, Thank you for reaching out regarding order #26995. Please contact our customer support team directly so we can look into the tracking details and provide you with the most accurate update. We’ll be happy to assist you further. Looking forward to helping you.
Nazih H.
my order still in the US since 18 DEC
Response from iconhookah.comJan 9, 2026
We’re very sorry for the delay and the inconvenience this has caused. If you haven’t already, please contact us directly with your order number so we can look into this for you and assist further.
Walid T.
Strong Warning Do NOT trust this store. Icon Hookah sent me a product that is NOT the same as advertised. I confirmed in writing before purchase that the Al Nakhla Two Apples was original and identical to the website image. That was not true. What I received: Completely different packaging Does not look original Not what was promised This is misleading and dishonest. Buy at your own risk. I do not recommend this store.
Response from iconhookah.comDec 23, 2025
We’re truly sorry to hear about your experience and understand how frustrating this must have been. Al Nakhla does update its packaging from time to time, and while the packaging may differ from the website image, the product itself is authentic and sourced from authorized distributors. If you still have concerns, please reach out to us directly so we can review this and assist you further.
RL
I will never order from them again. USPS lost my package, they said it was destroyed in a fire. I had to call USPS myself numerous times and request the same documentation they sent icon so that icon could stop lying to me saying that my package was still being delivered 3 weeks later. I’m happy that I always include the insurance on my packages because the customer service at this place is horrible. They barely wanted to give me my money back so I can’t imagine what would have happened if my package was uninsured. I’ve ordered often from them in the past but this situation made them lose a faithful customer due to the lack of their Customer Service.
Response from iconhookah.comOct 30, 2025
We’re truly sorry to hear about your experience and understand how frustrating this situation has been. Unfortunately, once a package is in USPS’s possession, we’re limited to the information and updates provided by the carrier — and in this case, the fire incident was entirely beyond our control. That said, we’re glad you were able to receive a refund through your insured shipment, and we genuinely apologize if our communication fell short during the process. Your feedback is valuable, and we’ll use it to improve how we handle rare situations like this moving forward. We sincerely appreciate your past support and are sorry to have lost your trust over this issue.
TJ R.
Don’t shop from this place! Wrong product description, sent missing parts!! Not as advertised on their website!! They don’t answer the phone to start the return process!! It’s shady place!
Response from iconhookah.comOct 10, 2025
We’re truly sorry to hear about your experience — that’s definitely not what we want for our customers. We’d like to make things right. Could you please reply with your order number or the email used for your purchase so we can look into this immediately? We’ll review the issue and ensure that any missing parts or incorrect items are resolved as quickly as possible. Our team also handles all return requests promptly via email to ensure proper documentation and tracking, so we’ll guide you through that process once we locate your order. Thank you for bringing this to our attention — we’ll make sure this is taken care of.
אבירם א.
I didn't got my purchase
Response from iconhookah.comOct 6, 2025
We sincerely apologize for the inconvenience and understand your concern about not receiving your purchase. We’ve already reached out to your email with more details and updates regarding your order. Please check your inbox (and spam/junk folder just in case) for our message. If you have any further questions, feel free to reply to that email — we’ll be happy to assist you right away.
Arvin G.
No update for my order and its take for long time.?
Response from iconhookah.comJul 18, 2025
Thank you for your message, and we sincerely apologize for the inconvenience and delay you experienced. We’ve sent you a message via email with the details regarding your order. Please check your inbox (and spam/junk folder just in case). Thank you for your patience, and we truly appreciate your understanding.
Josh
People don’t shop here at all there disgusting people if ur packaging doesn’t get delivered they will not give no type of refund or send u another product out they will blame it on the postage people. They claim to be a great company when it comes to replacing anything that has not got delivered to you well that’s a lie, they won’t do any of that.
Response from iconhookah.comMay 15, 2025
We sincerely apologize and are very sorry that this situation has caused frustration. As we’ve previously explained, this is not a simple case of a lost package—according to the USPS tracking information, the order was marked as delivered. We fully understand that you’re claiming it was not received, but when a package is scanned as delivered, it limits the actions we can take without further investigation. We did offer to file a claim with USPS on your behalf, but you chose not to proceed at the time. That option is still open—if you’d prefer for us to move forward with the claim, we’re more than willing to assist. Please let us know how you’d like to proceed.